Request management
Quick answer
How a catalog submission becomes a request, request items and fulfilment tasks, and where each piece of automation belongs.
Key takeaways
- REQ is the container, RITM is the item, SCTASK is the work
- Build approvals and fulfilment on the item, not the request
- Variable sets keep catalog items consistent
- Report cycle time on RITM, not on REQ
Three record levels
A submission creates one request (REQ) as the customer facing container, one request item (RITM) per catalog item in the cart, and one or more catalog tasks (SCTASK) for the work. Customers track the REQ, fulfillers work the SCTASK, and reporting on cycle time belongs on the RITM.
Where automation lives
Approvals and fulfilment steps belong to the RITM flow, not to the REQ. The REQ closes when all its items close, which is standard behaviour and should not be scripted again. Task creation belongs in the flow so the process is visible to the process owner.
Variables and data
Variables are captured on the RITM and are visible on tasks through the variable editor.
- Use variable sets for blocks reused across items, for example requester details
- Keep variable names stable, reports and flows reference them
- Map variables into fields only when you need to report on them at scale
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Check your understanding
Which record do fulfillers usually work?
- A. REQ
- B. RITM
- C. SCTASK
- D. INC
Show answer
C. SCTASK
Catalog tasks carry the fulfilment work and assignment.
Where do approvals belong?
- A. On the REQ
- B. On the RITM flow
- C. On the SCTASK
- D. On the user record
Show answer
B. On the RITM flow
Approvals are per item so mixed carts behave correctly.